Spa Manager

Job title: Spa Manager

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Spa Manager. The Spa Manager is responsible for the day-to-day leadership and operational excellence of the spa, ensuring every guest receives a seamless, restorative, and memorable luxury wellness experience. This role drives service standards, team performance, revenue growth, and operational efficiency while upholding Fairmont brand values and the highest levels of hospitality.

Key Responsibilities

• Lead, coach, and inspire the spa team (therapists, attendants, and reception colleagues) to deliver consistent, personalized service excellence.

• Oversee recruitment, onboarding, scheduling, performance management, and ongoing development of spa colleagues.

• Foster a positive, collaborative, and high-performance culture that reflects Fairmont’s values of respect, integrity, and genuine care.

• Conduct regular team briefings, one-to-ones, and training sessions to maintain service standards and product knowledge.

• Guest Experience & Service Excellence

• Ensure every guest interaction — from booking and arrival through treatment and departure — exceeds expectations and creates lasting loyalty.

• Maintain visible floor presence, engaging with guests, resolving concerns promptly, and elevating the overall spa experience.

• Champion personalized service, ensuring treatments and recommendations are tailored to individual guest needs and preferences.

• Monitor and act on guest feedback, online reviews, and quality scores to continuously improve the guest journey.

• Operations & Standards

• Oversee the daily operations of the spa, including treatment rooms, relaxation areas, and retail spaces, ensuring they are consistently clean, well-maintained, and presentation-ready.

• Uphold rigorous hygiene, safety, and brand standards at all times.

• Manage spa scheduling systems to optimize utilization, minimize wait times, and maximize revenue opportunities.

• Coordinate seamlessly with other hotel departments (Front Office, Housekeeping, F&B, Membership, etc.) to deliver an integrated guest experience.

• Revenue, Retail & Financial Performance

• Drive spa revenue through effective team leadership, treatment sales, retail performance, and package/upsell opportunities.

• Monitor daily, weekly, and monthly financial performance against targets; identify opportunities to improve productivity and profitability.

• Manage inventory of professional products, retail stock, and operational supplies, ensuring accurate stock control and cost efficiency.

• Support the development and execution of seasonal promotions, membership offers, and spa packages in collaboration with the Director, Spa and commercial teams.

• Training, Quality & Continuous Improvement

• Ensure all colleagues are fully trained on treatment protocols, product knowledge, service standards, and brand guidelines.

• Maintain and audit treatment quality, service delivery, and operational processes, implementing improvements where needed.

• Stay current with wellness trends, competitor offerings, and best practices to keep the spa experience fresh and relevant.

• Support the Director, Spa with strategic initiatives, special projects, and the continuous elevation of the spa offering.

• Compliance & Reporting

• Ensure full compliance with health & safety regulations, spa licensing requirements, and Fairmont brand standards.

• Maintain accurate operational records, guest feedback logs, and performance reports.

• Provide regular updates and insightful reporting to the Director, Spa on team performance, guest satisfaction, revenue trends, and operational issues.

Qualifications

• What will you bring to this role?

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Experience

• Minimum three to five years of progressive spa, wellness, hospitality, or resort management experience.
• Previous leadership experience within a luxury spa, hotel, resort, or wellness environment preferred.
• Proven experience leading teams, driving service excellence, and managing operational performance.
• Demonstrated experience managing departmental budgets, revenue generation, retail sales, and expense controls.
• Experience with spa booking systems, scheduling platforms, and performance reporting tools preferred.

Education

• Degree, diploma, or certification in Hospitality Management, Business Administration, Wellness Management, or a related field preferred.

• Relevant spa, wellness, or leadership certifications are considered an asset.

• Additional training in luxury hospitality, customer experience, or people leadership is desirable.

• Competencies, Knowledge & Skills

• Strong leadership and team development capabilities.

• Exceptional guest service and relationship management skills.

• Excellent communication, interpersonal, and conflict-resolution abilities.

• Strong business acumen with the ability to analyze financial and operational performance.

• Excellent organizational and time-management skills with attention to detail.

• Ability